There are several long threads on this subject in this forum, the first one hit on May 6. If you want to scroll back that far you might find it.
THere was no magic solution, but lots of sympathy.
This is certainly not the kind of problem Adobe should be dragging their feet with. They need to turn this lemon into lemonade!
I'm all for them giving you a free copy, but I'm curious: Would you have been satisfied with, say, a half-price upgrade?
Hi Noel, I would have been happy with a half price upgrade, in fact I looked for that first. However now, they have caused me so much aggravation that I think that ship has sailed. Did you ever see the movie Basic Instincts...the woman went murderously crazy and boiled the other families pet rabbit because "she would not be ignored". That's what is happening here. Patience only goes so far. Maybe it's time to boil someone's rabbit.
I know your answer is only one data point, but let's think about it...
Adobe made a colossal blunder in the way they waffled about the requirements for upgrade. I think on that we can all agree.
So having made their blunder, why not set in place a pricing strategy that just allows people who upgraded in the last 6 months an additional discount? Enough so as not to lose money.
- Do they think they can just put off the complainers until they give up and pay full price?
- Do they think maybe no one noticed, or that no one cares about being duped into spending a few hundred bucks?
- Is this level of misleading marketing considered okay in some alternate universe somewhere?
- Could they believe that since you had the privilege of using that most wonderful program, Photoshop CS5, for a few minutes that you have no business complaining?
A good businessman will strive to turn lemons into lemonade. It's not hard to see a way to make that happen here.
I have a buddy who used to be a PA to our then Minister for Education. He once told me that if they got a letter with a complaint or similar, policy was to ignore it for as long as possible, and then pick out and address the most trivial item in that letter, and completely ignore the rest. They knew that the complainant would get fed up and give up before they would.
It would be naïve not to believe such a strategy was widely used in all walks of life. Bill Gates actually spelled it out with the first of his Eleven Rules of Life:
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Hi all, I cracked the code...I received a free upgrade to CS6. I asked the customer service person how all of the other people can get their free upgrade without going through all of this hell. First of all, today I initiated another chat, asked for a supervisor because the rep didn't understand my situation was different. The supervisor immediately understood and within ten minutes I had a call from a wonderful woman who knew exactly the situation. I think that the initial person taking the call, does not have enough information to discern between this problem and the free upgrade that is talked about online. My recommendation, insist on a supervisor who knows about this situation. Good luck.